• Job Description

  Req#: 18445

  The Technical Care team plays a crucial role in supporting customers and internal Nokia stakeholders throughout the pre- and post-sales lifecycle. In alignment with contractual service agreements, the team provides both technical and non-technical assistance, serving as the first point of contact for software and hardware incidents or service requests. The team ensures seamless service delivery readiness, offers expert recommendations to product teams on design-for-serviceability considerations, and escalates critical issues to the appropriate functions for resolution.

  Qualifications

  • Knowledge of VMware/Openstack/Container, EVPN, VxLAN and Vswitch concepts.
  • Working knowledge of IP standards, layer 2 data communication and routing protocols as well as service provider and MPLS services.
  • Ability to articulate technical issues and solutions to internal and external customers

  It would be nice if you also had:

  • Previous experience as a Nokia intern or co-op student.
  • Exposure to R&D and/or customer-facing roles.
  • Familiarity with Nokia NSP and IP products is a plus (training available for the right candidate).
  • Strong adaptability to quickly learn new technologies, products, and processes.
  • Effective under pressure with solid problem-solving skills and proficiency in Microsoft Office tools (Outlook, Word, Excel, etc.).

  Responsibilities

  • Collaborates effectively in diverse environments, applying best practices and business insights to enhance products or services.
  • Applies advanced analytical thinking to resolve complex or non-routine issues with innovative approaches.
  • Provides expert-level system troubleshooting, including system-level tracing, debugging, and log analysis.
  • Identifies, reproduces, and characterizes defects, working closely with R&D teams to implement fixes.
  • Engages directly with customers on complex cases, offering solutions and workarounds as needed.
  • Ensures service level agreement (SLA) targets are consistently met.
  • Fulfills responsibilities in critical outage scenarios, ensuring rapid recovery as per emergency protocols.
  • Authors, reviews, and approves knowledge articles, while also mentoring others in content creation.

• About the company

  Nokia’s transition to a primary focus on telecommunications began in the 1990s. The first GSM call was made in 1991 using Nokia equipment. Rapid success in the mobile phone sector allowed Nokia to become by 1998, the best-selling mobile phone brand in the world. In 2003 Nokia introduced the first camera phone. In 2011, to address increasing competition from iOS and Android operating systems, Nokia entered into a strategic partnership with Microsoft. In 2014 Nokia sold its mobile and devices division to Microsoft. The creation of Nokia Networks, following the buy-out of joint-venture partner Siemens in 2013, laid the foundation for Nokia’s transformation into primarily a network hardware and software provider. The 2015 acquisition of Franco-American telecommunications equipment provider Alcatel-Lucent greatly broadened the scope of Nokia’s portfolio and customer base. Additional acquisitions have positioned Nokia to be an industry leader in the transition to 5G wireless technology by offering the only end-to-end 5G network portfolio available on a global basis. In 2016 the Nokia brand re-entered the mobile handset market through a licensing agreement with HMD Global, allowing them to offer phones under the Nokia brand.

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